Digital Impact GS5, Bissau - Guinea-Bissau

PURPOSE OF THE JOB:

The digital Impact Assistant performs procedural and some specialized activities of UNICEF’s ICT systems, which include desktop administration and server operations. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as a focal point for the receipt and processing of user requests.

KEY FUNCTION, ACCOUNTABILITY, AND RELATED DUTIES/TASKS:

A) GENERAL ICT / OFFICE SUPPORT:

The incumbent at this level performs a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff. He/she contributes to the creation of digital transformation tools in collaboration with the Technology for Development Team (T4D) (SharePoint Portal, mobile apps, web application, and SharePoint portal).

• Providing first-level support that includes receiving, processing, and logging service requests.
• Managing the lifecycle of ICT incidents assigned to him/her in the service management tool.
• Providing support in conferencing with ICT and audiovisual equipment as and when requested.
• Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

B) DIGITAL INNOVATION AND AI SUPPORT:

The Digital Impact Assistant provides basic technical and operational support related to the adoption and effective use of Artificial Intelligence (AI) and emerging digital tools within the office. The role contributes to digital innovation initiatives by supporting users in the responsible, safe and efficient use of AI-enabled solutions, in alignment with UNICEF policies and digital transformation objectives.

• Providing basic technical support and user orientation on the use of approved Artificial Intelligence (AI) tools.
• Supporting ICT Unit in testing and deploying AI-enabled tools and automation solutions, including document processing, data analysis support and workflow automation.

C) SATELLITE AND FIELD COMMUNICATION SUPPORT:

The Digital Impact Assistant provides basic technical support related to satellite and field communication solutions to support connectivity and operational needs in office and field environments.

• Providing basic technical support for satellite connectivity equipment, satellite internet terminals and satellite phones, including installation assistance, first-level troubleshooting, and maintenance.
• Supporting basic configuration and troubleshooting of VHF/UHF radio communication equipment.
• Supporting ICT Unit during the deployment of connectivity solutions in remote or low connectivity environments.

D) MINIMAL ICT ADMINISTRATION:

The Digital Impact Assistant is accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality.

• Assisting in routine operation and monitoring of server systems.
• Providing second-level user support/troubleshooting.
• Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
• Performing backups of servers following standard backup procedures.
• Assisting in the generation of computer reports.
• Providing on-the-job orientation for users in the use of ICT systems.

Education:

• Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, and Engineering.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.

Experience:

• A minimum of five years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem-solving is required.
• Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
• Practical experience in providing technical and business Customer Support and Services is required.
• Practical experience and working knowledge of various computer platforms and applications are required.
• Experience in the following tools will be highly appreciated: Power BI, PowerApps, SharePoint, or equivalent tools
• Experience supporting digital innovation initiatives, AI-enabled tools, or field connectivity solutions is considered an asset.

Language Requirements:

• Fluency in English or French is required. Knowledge of another official UN language (Arabic, Chinese, Russian or Spanish) or a local language is an asset.

SPECIFIC REQUIREMENTS:

• Good working knowledge of computer information systems, including micro-computer operating systems software (e.g. Windows), hardware and applications software and other office technology equipment.
• Ability to understand data and effectively use office technology systems for its input and extraction.
• Basic understanding of Artificial Intelligence (AI) tools and ability to support users in their responsible and effective use for productivity and digital workflows.
• Ability to provide on-the-job orientation to clients.
• Demonstrates a high degree of integrity, reliability and honors matters of confidentiality.
• Ability to handle work quickly and accurately under time constraints.
• Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds.
• Modern application development based on industrial standards

For every Child, you demonstrate...

[UNICEF Values](https://www.unicef.org/careers/get-prepared#Values)

The UNICEF competencies required for this post are…

• (1) Builds and maintains partnerships - level 1
• (2) Demonstrates self-awareness and ethical awareness- level 1
• (3) Drive to achieve results for impact- level 1
• (4) Innovates and embraces change- level 1
• (5) Manages ambiguity and complexity- level 1
• (6) Thinks and acts strategically- level 1
• (7) Works collaboratively with others - level 1

How to Apply:

Familiarize yourself with [our competency framework](https://www.unicef.org/careers/media/1041/file/UNICEF%27s_Competency_Framework.pdf) and its different levels.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

[Accessibility | UNICEF](https://www.unicef.org/accessibility#contact). Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

Remarks:

• UNICEF is committed to fostering an inclusive, representative, and welcoming workforce.
• UNICEF shall not facilitate the issuance of a visa and working authorization for candidates under consideration for positions at the national officer and general service category.

Additional information about working for UNICEF can be found [here](https://www.unicef.org/careers/unicef-job-categories).